Even as transport authorities ask commuters to complain on their existing helpline number 1800220110, passengers want the current system to be improved.
Instead of complaining on regional transport authorities toll free number, thousands of commuters opted to message their complaints to India Against Corruption (IAC) grievance redressal mechanism.
A common complaint is that the transport authority’s toll free number is always busy and the complainant is not informed about the status of the complaint. Some commuters found IVR non-user friendly, since the complainant has to repeat the entire call if he misses any single step.
“We raised the issue with transport authorities but they give us the stereotypical reply of inadequate staff to deal with the enormous number of complaints,” said Shirish Deshpande, chairperson Mumbai Grahak Panchayat.
Transport Commissioner VN More said: “In September, there were complaints of not being able to access the helpline or that it’s getting hanged but that has been resolved now.”